Charles George

Experience

• 

  I-Tec Keningau

  Mar 2008 - Jul 2008

  Computer Technician

  • Installed hardware and software systems for optimal performance.• Maintained and repaired equipment to ensure smooth operations.• Troubleshot various computer issues to provide efficient solutions.

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  Hospital Daerah Limbang

  Apr 2013 - Aug 2013

  Medical Laboratory Technologist

  • Conducted various tests on body fluids and tissues to analyze samples at Hospital Daerah Limbang.• Utilized advanced laboratory equipment to ensure accurate test results for patient diagnosis.• Collaborated with medical staff to interpret test results and provide timely reports for patient care.

• 

  Acumen Scientific Sdn Bhd

  Jun 2016 - Oct 2016

  Analytical Chemist

  • Conducted analytical testing on industrial waste to determine chemical compounds present• Developed and validated methods for quantifying specific chemical groups• Collaborated with cross-functional teams to ensure accurate and timely results

• 

  Universiti Sains Malaysia

  Jan 2017 - Jun 2018

  Research Assistant

  • Assisted lead researcher in conducting studies on drugs at Universiti Sains Malaysia in Penang, Malaysia.• Contributed to paper writing and symposium presentations on drug research.• Conducted tests and observations on drug users to gather valuable data for research purposes.

• 

  Teleperformance

  Aug 2018 - now

  • Led recruitment, training and performance management of call center agents and supervisors at Teleperformance Malaysia.• Oversaw daily operations, ensuring adherence to SLAs and implementing process improvements for efficiency.• Analyzed call center data to identify trends, implemented corrective actions, and developed strategies aligned with business objectives. • Oversaw day-to-day operations of a call center, ensuring efficient handling of customer inquiries.• Managed a team of customer service representatives, providing coaching and training to optimize team performance.• Addressed escalated customer issues to maintain high service standards and achieve business objectives. • Oversaw day-to-day operations of a call center, ensuring efficient handling of customer inquiries.• Managed a team of customer service representatives, providing coaching and training to optimize team performance.• Addressed escalated customer issues to maintain high service standards and achieve business objectives. • Conducted training and assessments to identify gaps and developed targeted programs for employee performance improvement.• Designed and delivered engaging training materials, including e-learning modules and presentations, to enhance employee skills.• Analyzed training data to track progress and measure the impact of training initiatives. • Addressed customer inquiries and handled escalated calls and complaints, providing effective problem-solving solutions.• Adhered to SLA set by the client and maintained customer confidentiality.• Ensured a positive work environment while working as a Customer Service Representative at Teleperformance in Penang, Malaysia.

  • Operations Manager

    Nov 2022 - now

  • Senior Supervisor

    Mar 2021 - Mar 2023

  • Operation Supervisor

    Apr 2020 - Mar 2021

  • Training and Quality Analyst

    May 2019 - Apr 2020

  • Customer Service Representative

    Aug 2018 - Apr 2019